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Ketch is an early-stage startup disrupting the data privacy and cybersecurity market with patent-pending technology combining cryptography, differential privacy, and distributed ledgers. The company helps businesses leverage consumer data while adhering to privacy regulations by design.
As a CX Engineer, you will be the primary technical point of contact for customers encountering issues with the Ketch platform. You'll own end-to-end customer problem resolution, from initial troubleshooting through escalation and advocacy with internal engineering and product teams.
Day-to-day responsibilities include:
- Facilitate complete end-to-end customer experience and technical support
- Oversee resolution of critical technical issues with prompt, complete problem-solving
- Research, document, and prioritize customer issues using internal tools and escalation teams
- Provide expert guidance on deploying, scaling, and maintaining applications on the Ketch platform
- Work closely with engineering and product teams to escalate customer needs and drive platform improvements
- Develop and maintain deep technical expertise in assigned product areas
- Create knowledge base materials to improve operational efficiency and empower the support community
Required qualifications:
- Strong expertise in RESTful and SOAP APIs, with ability to identify and fix integration issues
- Proficiency in scripting languages (Python, JavaScript, or Ruby)
- Advanced skills in modern web development (HTML5, CSS3, JavaScript, React/Angular/Vue.js)
- Experience building cross-platform mobile applications (React Native, Flutter, Swift, Kotlin)
- Proficiency with Postman for API testing and troubleshooting
- Experience integrating third-party services and authentication protocols (OAuth, API keys)
- Understanding of AI technologies including LLMs and AI agents
- Strong relationship-building and communication skills
- Ability to work US business hours
Plus qualifications: experience with distributed systems, Docker/Kubernetes, databases (Oracle, MySQL, Postgres, MongoDB), and cloud storage (S3, GCS).
